Telephony Program Manager - Enterprise Contact Center

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Day - 08 Hour (United States of America)

Job Description Summary
This ideal candidate for this role will have previous experience performing migrations from AVAYA to Cisco UCCE Platform. Also, will possess strong knowledge of Call Back Assist that is compatible with Cisco UCCE and system integrations (CTI) between Cisco UCCE and Electronic Medical Record - EMR (EPIC) systems. You should also have knowledge of integrating new technologies such as Live Chat, Outbound Dialers, post contact surveys, etc.

Leads a variety of functional and cross-functional improvement programs by defining the intent of programs, overseeing the development of program goals, deliverables and tracking/reporting to ensure project goals are met.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
  • Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
  • Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.
  • Provides program leadership for assigned functional and cross-functional telephony program improvement efforts.
  • Manages, assesses, and documents program improvement efforts and scope using standard templates
  • Defines project scope, goals and deliverables that support business goals in collaboration with the management and other stakeholders.
  • Develops new programs to support the strategic direction of the department.
  • Manage Project Management Execution and Control: Define infrastructure project scope and objectives and develop detailed work plans, schedules, project estimates, resource plans and status reports. Conduct project meetings and produce meeting minutes and issues logs. Produce risk analysis and risk mitigation plans. Effectively build and manage project budgets.
  • Managing vendors and other IT teams required by the projects for planning, design, and execution.
  • Act as SME and program coordinator on all telephony related issues and work in collaboration with ECC, P&S, Marketing, Clinics, SHC IT, and UITS on experience delivery
  • Act as single point of contact for all SHC phone number and feature function requests
  • Inventory, catalog, and map all contact numbers and related call flows across SHC and its affiliates SHC (and those that are shared with University Operators)
  • Meeting with stakeholders to make communication easy and transparent regarding program issues and decisions.
  • Technical / Analytical Leadership: Recommend and take action to direct the analysis and solution of complex problems: examples include resource availability conflicts that jeopardize project budget and/or schedule expectations. Ensure proper technical procedures are followed
  • Oversee and manage all telephony requests and projects involving new phone numbers, call flow, timing and rollout, and feature function analyses for the business.
  • Drive phone number presentation and consistency across our SHC Digital footprint, presenting the 'Right Number at the Right Time' from a patient and physician experience standpoint
  • Manages Telephony program design and structure to align with organizations' key initiatives and projects within the assigned group, develops strategic input for the Leadership team regarding business objectives of partners for both current and future projects.
  • Prepares and maintains accurate, coherent, timely and auditable project records, as applicable, within department guidelines.

Minimum Qualifications

  • Bachelor's degree in Electronics Engineering, Computer Science, Information Technology or a directly-related program from an accredited college or university

  • Two to three years of progressively responsible and directly related work experience in Telephony (I.e., Cisco, Avaya, etc.)
  • Formal training and certification in the system development life cycle and project management is preferred
  • Hands-on xperience with implementing Telecom/Telephony infrastructure and/or contact center projects

  • Cisco Certifications for Telephony service installation,operations and troubleshooting is a plus
  • PMP or PgMP certification is a plus

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.